Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

TLIQ1207B Mapping and Delivery Guide
Sell products and services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLIQ1207B - Sell products and services
Description This unit involves the skills and knowledge required to sell products and services in accordance with regulatory and workplace requirements, including preparing for financial transactions, promoting products and services, selling products and/or services, processing refunds, and reconciling financial transactions.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill requirements.
Learning Outcomes and Application Work must be carried out in accordance with workplace requirements and relevant trade practices regulations.Work is performed under some supervision, generally within a team environment. It involves the application of regulatory requirements and workplace procedures when selling products and services in the transport and allied industries.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare for financial transactions
  • Float, goods and services are prepared in accordance with workplace policies and procedures
  • Point of sale is established to meet workplace requirements and standards
       
Element: Promote products and services
  • Strategies to promote products and services are developed in accordance with workplace policies and procedures
  • Strategies to promote products and services are implemented in accordance with workplace procedures
       
Element: Sell products or services
  • Product knowledge is applied when answering customer inquiries
  • Sales transactions are conducted in a courteous manner to the customer's satisfaction
  • The price is correctly calculated and charged and the correct change and receipt is issued
       
Element: Process refunds
  • Claim for refund is substantiated in accordance with company procedures
  • Refund claim application processes are completed to ensure transaction details are recorded
  • The customer refund is correctly calculated and issued in a courteous manner
       
Element: Reconcile financial transactions
  • The value of money and vouchers issued and refunded are calculated to enable reconciliation against total sales to validate cash on hand
  • Money, goods, service entitlements and reconciliation documents are secured in accordance with workplace requirements
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Regulations and codes of practice relevant when selling products and services

Relevant OH&S procedures and guidelines

Workplace procedures and policies for selling products and services

Overview of the tourism industry and franchising arrangements

Australian and international transport industry guidelines

Workplace products and services

Applicable insurance and public liability

Relevant consumer laws and trade practice requirements

Transport system fare structure and schedules

Advertising policies

Equipment and materials used when selling products and services, and procedures and precautions that should be followed in their use

Problems that may occur when selling products and services and appropriate action that can be taken to resolve the problems

Documentation and record requirements

Communication and negotiation requirements when selling products and services

Required skills:

Communicate and negotiate effectively with others when selling products and services

Network with others in travel agencies and sales outlets

Read and interpret instructions, procedures and product information relevant to the sale of products and services

Interpret and follow operational instructions and prioritise work

Complete documentation and entry of data related to the sale of products and services

Work collaboratively with others when selling products and services

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems or objections that may arise when selling products and services in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies and environments

Work systematically with required attention to detail

Carry out research activities required when selling products and services

Market and promote products and services

Create promotional layouts

Select and use relevant office and communications equipment and materials when selling products and services

Adapt to differences in equipment in accordance with standard operating procedures

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Work may be conducted:

in a range of work environments

Goods and services may include:

tickets

vouchers

items sold on an occasional basis such as surplus equipment or stock

marketing or promotional items

Equipment may include:

point of sale equipment

ticket machines

pricing equipment

electronic calculators

Customers may include:

employees or external customers

Service entitlements may include:

tickets for travel or admission

vouchers to be exchanges for services

Consultative processes may involve:

customers and potential customers

other workplace personnel

supervisors and managers

representatives of travel agencies and sales outlets

official representatives

Communication in the work area may include:

phone

fax

email/internet

electronic data interchange (EDI)

face-to-face communication and memos

signed communications

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

workplace procedures and policies for selling products and services

work instructions, job description and induction materials

pricing information including catalogues and computerised information

published or computerised information on available products and services

manufacturers specifications for office and communications equipment and materials

relevant OH&S requirements and policies

relevant codes of practice and regulations, including trade practice and consumer protection regulations

award, enterprise bargaining agreement and other industrial arrangements

customer service and quality assurance procedures

Applicable regulations and legislation may include:

relevant codes and regulations pertaining to sales of products and services, including trade practice and consumer protection requirements

relevant state/territory OH&S legislation

workplace relations regulations including equal opportunity, equal employment opportunity and affirmative action legislation

workers compensation regulations

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Float, goods and services are prepared in accordance with workplace policies and procedures 
Point of sale is established to meet workplace requirements and standards 
Strategies to promote products and services are developed in accordance with workplace policies and procedures 
Strategies to promote products and services are implemented in accordance with workplace procedures 
Product knowledge is applied when answering customer inquiries 
Sales transactions are conducted in a courteous manner to the customer's satisfaction 
The price is correctly calculated and charged and the correct change and receipt is issued 
Claim for refund is substantiated in accordance with company procedures 
Refund claim application processes are completed to ensure transaction details are recorded 
The customer refund is correctly calculated and issued in a courteous manner 
The value of money and vouchers issued and refunded are calculated to enable reconciliation against total sales to validate cash on hand 
Money, goods, service entitlements and reconciliation documents are secured in accordance with workplace requirements 

Forms

Assessment Cover Sheet

TLIQ1207B - Sell products and services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

TLIQ1207B - Sell products and services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: